Lead Patient Service Rep

About the Role

The Lead Patient Service Representative (PSR) oversees and provides resources to clerical associates (PSRs and Medical Assistants) by ensuring that any changes in workflow or processes are implemented accordingly. The Lead PSR monitors clerical performance, provides coaching and feedback, and collaborates with the office leadership team to facilitate day-to-day operations. This role is responsible for performance or delegation of daily office functions related to appointment scheduling, patient intake (including data verification), charge entry, revenue cycle, and front office communications. The Lead PSR reports any deficiencies related to front office functions to the Office Manager.

Responsibilities

• Performs and oversees essential functions as outlined in the PSR II job description.
• Participates in the hiring of front office staff.
• Precepts and orients new clerical associates to ensure they meet their 90-day review goals.
• Provides timely feedback to clerical staff and the office manager related to clerical functions as part of the annual evaluation process.
• Coaches and re-educates clerical staff as needed; escalates repeated issues to the office manager for corrective action.
• Ensures clerical staff follow appropriate office policies and procedures.
• Completes annual competencies for PSR staff and assists with annual competencies for MAs related to front office functions.
• Delegates and ensures clerical staff complete tasks accurately and timely.
• Collaborates with other Nemours departments (e.g., Billing Liaisons, Revenue Cycle, Continuous Improvement).
• Uses tools (e.g., Calabrio phone recordings, registration audit tools) to provide quantitative and qualitative feedback to clerical staff.
• Coordinates and maintains clerical staff schedules.
• Maintains a professional clerical environment and enforces Nemours Standards of Behavior.
• Serves as the SuperUser and Preceptor for clerical staff.
• Monitors and ensures patient safety, office cleanliness, and security.
• Manages mail, labs, and consult reports by opening, sorting, and routing them appropriately.
• Participates in office and departmental quality assessment and improvement activities.
• Maintains positive professional relationships with providers and coworkers.
• Checks patient status and advises on progress; monitors the waiting room and keeps patients informed of schedule delays.

Requirements

• High school diploma required.
• Three or more years of job-related experience.
• Insurance experience is a plus.

About Us

Nemours Children's Health is an internationally recognized pediatric health system serving more than 1.7 million patient encounters each year. We deliver care across six states through two freestanding children’s hospitals — Nemours Children's Hospital, Delaware and Nemours Children's Hospital, Florida — along with a network of more than 80 primary, urgent, and specialty care practices and over 40 hospital partnerships. Backed by the Nemours Foundation and Alfred I. duPont Trust, our $1.7B nonprofit system is dedicated to improving children's health through clinical care, research, education, advocacy, and prevention. Our Whole Child Health approach focuses equally on prevention and treatment, partnering with communities to help every child thrive. Inclusion and belonging guide our strategy and growth, ensuring culturally relevant care, reducing health disparities, and fostering an environment where every associate, patient, and family feels supported and valued. Learn more at Nemours.org.